Serving Remote Students with a Human Touch
Company Size
1,000+
Region
- America
Country
- United States
Product
- LiveEngage
Tech Stack
- Microsoft Outlook’s Quick Parts
- ANGEL learning management system
Implementation Scale
- Departmental Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Applicable Functions
- Human Resources
Use Cases
- Remote Collaboration
Services
- Software Design & Engineering Services
About The Customer
Mercer County Community College is a community college located in the Trenton, New Jersey area. The college has two physical campuses and also offers distance learning through its MercerOnline program, which was established 16 years ago as one of the state’s first distance learning programs. MercerOnline offers around 120 sections of fully online classes per semester, and there are three degree programs that are completely online. The program serves over 2,000 students and is administered by a small team led by Michael Sullivan, the director of MercerOnline.
The Challenge
Mercer County Community College's MercerOnline distance education portal was receiving a high volume of emails and phone calls from students with routine questions about courses and the registration process. The small team administering the portal was struggling to manage the volume of inquiries, and there was concern that students might be discouraged from registering due to the difficulty in getting their questions answered. The team needed a solution that would allow them to handle inquiries more efficiently and provide a more engaging experience for students.
The Solution
The MercerOnline team decided to implement a digital engagement solution from LivePerson called LiveEngage. This platform allows students to engage in live chat with an agent if they have questions about the registration process or their coursework. The team found the platform easy to deploy and use, and a member of LivePerson’s Customer Success team provided guidance on the best features and practices for their unique situation. The team uses a tri-monitor screen setup to respond to live chat requests, and they have been storing frequently asked questions and answers using Microsoft Outlook’s Quick Parts feature. This has allowed them to build a library of canned responses that can be quickly sent out during a chat session.
Operational Impact
Quantitative Benefit
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